Primary Responsibilities
- Responsible for all operational components of the hotels and ensure the smooth-running of day-to-day operations
- Drive productivity and efficiency through effective training and follow-up. Embark on suitable hotel innovation projects to enhance guest experience and improve operational efficiencies
- Develop SOPs to align operational strategies with corporate guidelines
- Maintain high standards of service to maximize guest satisfaction. Review all guest feedback and address issues promptly in a professional manner. Contribute action plans to close service gaps revealed by mystery shops
- Keep track of guest surveys and drive consistency in guest satisfaction scores to align with targets. Gather insights from data analytics to improve service performance and other areas of concern
- Conduct performance reviews and establish plans for reward, recognition, and discipline in collaboration with HR
- Ensure maintenance plans and safety measures are operational and up to date to minimize risks
- Keep abreast of Resorts World Sentosa’s (RWS) Hotels online presence and implement initiatives to engage with guests
- Be aware of the latest hotel trends and make recommendations to maximize profit. Collaborate with all stakeholders to maximize room occupancy and revenue. Be aware of room packages and segment demands to manage room controls
- Understand pricing strategies and keep up to-date with competitor pricing and packages
- Analyze room sales performance, guest segmentation and channels of distribution for insights to enhance monthly financial performance and manage forecasts
- Prepare and manage the capital and operating budgets with proper resource management, including hiring and placements. Responsible for the achievement of financial targets for the hotels
- Be an excellent mentor and role model. Identify talent, help team members to develop skillsets and encourage continuous learning. Build a positive work environment to keep motivation levels high
Requirements
- Bachelor’s degree in Hotel Management or related field
- Minimum 5 years’ experience in a similar capacity in an integrated resort or established Hotel with more than 500 guest rooms
- Excellent track record in leading large hotel teams encompassing front office, call center, housekeeping, guest services, concierge, and transportation
- Possess strong leadership qualities, and able to motivate a team with diverse backgrounds. Strong communicator with excellent management skills
- A team player with strong business acumen and solutions-oriented, good presentation skills, creative, resourceful and results driven
- Proficient with Microsoft Office tools
- Adaptable to a fast-paced and dynamic work environment
